Jira Servicedesk - respond to customer NOT Working

Hello, we're issuing following problem.

JIRA Servicedesk is not sending emails to customers by using respond to customer feature.

Email is working -we get all information we need. For example if a issue changes from in progress to done
or from open to in progress.

we checked our /var/log/maillog - no email is beeing generated.


Respond to customers works with JIRA Servicedesk Agents. But not with "normal" customers.

Please let us know where the problem could be.

Thanks a lot!





5 answers

Try enabling the outgoing mail log and set the log level to DEBUG. That will print everything to atlassian-jira-outgoing-mail.log in your JIRA logging directory. Also, check your mail queue. JIRA has a long-standing bug whereby if any user in the list of email recipients has a bogus email address, none of the recipients will get a copy. If you have mail piling up in the error queue that may be the cause. 


Hello Logan, it is now enabled.

we already checked /var/log/maillog         when responding to customer - it seems No mail is generated - no log entry.

as described - we get logentries when repsonding to teammembers.
When responding to external customers there is no log generated! thats unbelievable.

any idea what we can do? how to solve this problem ?


Just wondering if you found the cause/solution.  We are having the same issue.

hi Kuris,

of course found the issue. our Issues were created with the an security level "private".
the external customers do not have acces to this kind of issues.

The result is - > no access to issue -> no email you will get.

hope it helps.

have you checked if the mail has been generated ? Do you have it on linux or windows ?

Another reason could be that the user that is supposed to receive the email is not listed as Reporter or Request Participant and/or that the field Request Type has no value set.

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